This Service Level Agreement (“SLA”) describes Domain & Host’s operational goals for supporting customers in Egypt and beyond. It is a statement of intent, not a warranty of uninterrupted service. Contact [email protected] for incidents.
1. Operational goal
We aim to provide best-effort, around-the-clock (24/7) monitoring and response for core network and hosting infrastructure. Response times vary with severity, queue volume, and whether the issue is within our control. We do not market or guarantee a fixed uptime percentage such as “99.9%”; real-world availability depends on upstream providers, power, hardware, software, customer configurations, and internet routing.
2. What this SLA covers
Covered platform components typically include our managed network edge, hypervisor or shared hosting nodes we operate, and standard DNS for domains using our nameservers when those systems are under our administrative control. Exclusions include customer applications and code, third-party APIs, local ISP outages, denial-of-service events beyond reasonable mitigation, domain registry outages, SSL authority downtime, and scheduled maintenance.
3. Maintenance windows
We perform planned maintenance when needed for security patches, capacity upgrades, and hardware work. Where practicable we schedule disruptive work during lower-traffic periods and post advance notice in the client area or by email. Emergency maintenance to address active threats or failures may occur with little or no prior notice.
4. Service credits
If you experience a prolonged, verified outage of a covered hosting service caused primarily by our infrastructure failure, you may request a service credit by opening a ticket within fourteen (14) days of the incident. Credits, if granted, are applied to future invoices at our discretion and are typically proportional to the affected period, capped at one month of the affected service fees. Credits are not cash refunds and do not apply to domains, third-party licenses, or issues outside our control.
5. Customer cooperation
You must provide timely information, maintain current contact details, and follow reasonable remediation steps we request. Failure to cooperate may delay resolution and disqualify credit requests.